Overview
To provide a professional, responsive and customer-focused service across all customer contact channels, ensuring enquiries, orders, complaints and feedback are managed accurately, efficiently and in line with agreed service standards. The role acts as a key point of contact for customers and internal teams, supporting a positive customer experience while maintaining strong product and brand knowledge.
Responsibilities
- · Deliver a professional, friendly and consistent customer experience across telephone, email and other customer contact channels.
· Take ownership of customer enquiries from first contact through to resolution, ensuring responses are accurate, timely and aligned with agreed KPIs.
· Manage customer complaints sensitively and professionally, ensuring they are logged, escalated where required and progressed in line with company procedures.
· Respond to customer feedback and identify opportunities to improve the customer experience.
· Accurately process customer orders, payments, memberships, renewals and related administration.
· Liaise with logistics, carriers and internal departments to support delivery queries, order updates and issue resolution.
· Maintain up-to-date knowledge of company brands, products, systems and customer service processes.
· Use customer service systems accurately to record activity, update customer records and support effective workload management.
· Communicate relevant information clearly to the Customer Services Team Leader and other departments as required.
· Provide general administrative support to the Customer Services department.
Qualifications
- · Strong verbal and written communication skills, with the ability to respond clearly, professionally and empathetically.
· A customer-first approach, with confidence in handling enquiries, feedback and complaints.
· Good attention to detail and accuracy when processing orders, payments and customer information.
· Confident IT skills and the ability to learn and use multiple systems effectively.
· An interest in the company’s brands and products, with a willingness to build and maintain strong product knowledge.
· Able to prioritise workload, remain organised and work effectively in a busy, fast-paced environment.
· A positive team player who can also work independently and take ownership of tasks.
· Good problem-solving skills, with the ability to identify issues and support practical resolutions.
· Flexible approach to working hours during peak trading periods, which may include additional hours or weekend support when required.
Pay: £25,000.00-£27,500.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
